Refined Memorial Video — Refund Policy
Last updated: June 2026
This Refund Policy explains when you can get a refund for a paid Refined Edition memorial video. Because each video is custom-made, please read it before ordering.
1. Overview
We want you to be satisfied with your memorial video. This policy sets out your refund options. It applies to the paid memorial video service on this website and works together with our Terms of Service.
2. Custom Digital Product
Each video is individually produced from the materials you submit, making it a personalized digital product. This affects when refunds are available, as explained below.
3. Before Production Begins
If you change your mind before our team has started producing your video, you are entitled to a full refund. Simply email us as soon as possible with your order reference.
4. After Production Has Started
Once production has begun but the video has not yet been delivered, you may request a partial refund reflecting the work already completed. We will assess each request fairly.
5. After Delivery
If there is a genuine quality problem with the delivered video (for example, the wrong pet, corrupted file, or a clear production error), we will first offer to correct it at no charge. If we cannot reasonably fix the issue, you may be eligible for a full or partial refund.
6. Non-Refundable Situations
Refunds are generally not available for a simple change of mind after a satisfactory video has been delivered, or where issues result from inaccurate or unsuitable materials you provided (for example, very low-quality photos despite our guidance).
7. How to Request a Refund
Email us at the address below with your order reference and a short description of the issue. We aim to respond within a few business days. Including the email used at checkout helps us locate your order quickly.
8. How Refunds Are Processed
Approved refunds are issued through Paddle, our payment provider and Merchant of Record, back to your original payment method. Processing times depend on your bank or card issuer, typically a few business days after approval.
9. Your Statutory Rights
This policy is in addition to any mandatory consumer rights you have under applicable law, which are not affected.